Quality Assurance (QA) Lead - L2 - Cebu

Country/Region: PH

• Bachelor's Degree required
• Overall experience of 5-8 years, with a minimum of 2 years of supervisory experience in a Quality Assurance role within a contact center environment.
• Excellent communication skills, both verbal and written, enabling you to convey complex information clearly and effectively.
• Proficient in data analytics and presentation skills, particularly in Excel and PowerPoint, to drive presentations and reports.
• A strong process improvement mindset, focusing on continuous enhancement of quality measures and client outcomes.
• Skilled in conflict management and problem resolution, enabling you to navigate complex situations with tact and transparency.
• Experience in reporting and dashboarding, providing insights that guide decision-making within the organization.
• Ability to manage multi-site audits effectively and lead improvement initiatives that span across various teams and locations.
• Demonstrated leadership capabilities to inspire and guide teams towards achieving shared goals and quality standards.
• Experience managing compliance and understanding of regulatory requirements.
• Training in Power BI and macro designing to enhance reporting capabilities and data analysis.